Before making a complaint
If you are unhappy with the treatment you received from any health and social care service, it is your right to make a complaint. You can also submit a complaint on behalf of another person, after obtaining their consent. If you wish to be supported in doing so, people who live in Kensington & Chelsea can get support drafting a complaint from POhWER, the local Independent Health Complaints Advocacy service.
An advocate can:
- Provide information about how to complain including who to complain to;
- Explain the complaints process and your options at each stage;
- Help you to write complaint letters;
- Help you to prepare for complaint meetings and attend with you;
- Help you to refer your complaint to the Health Service Ombudsman if you are not happy with the response you receive from the NHS service.
If you’re not happy with the outcome and your case is severe:
You also have the option of escalating the complaint to the Ombudsman. Please note that the Ombudsman is a limited resource and cannot investigate every complaint that they receive; they prioritise long-term, severe cases.
Complaints to the North West London ICB
The North West London ICB is the local commissioner of NHS services in Kensington & Chelsea. If you do not wish to complain directly to the service, you can submit your complaint to the NW London ICB, and it will be reviewed and investigated independently.
You can contact the Complaints Team in the following ways:
- By phoning the automated line at 020 3350 4567, and leaving a message requesting a call back.
- By emailing nhsnwl.complaints@nhs.net.
- By writing directly to NHS North West London at: Complaints Manager, NHS North West London, 15 Marylebone Road, London NW1 5JD.
Please note, if you have already complained to your healthcare provider, the commissioner will not be able to re-investigate the same concerns.
Complaints about NHS services
If you wish to complain about a GP, pharmacy or dentist, you should contact the practice manager of the service, as they are responsible for the day to day running of the service. The practice receptionist should be able to provide you with the practice manager contact, if you do not know it.
Complaints about hospitals
Every hospital has a Patient Advice Liaison Service (PALS), which offers confidential advice, support and information on health matters. It also provides a point of contact for patients, families and carers. Some of the things that PALS can do include:
- helping you with health-related questions;
- helping to resolve concerns or problems when you're using the NHS;
- telling you how to get more involved in your own healthcare;
PALS do not investigate individual complaints but can give you general advice about the NHS complaints procedure.
Complaints about mental health & community services
If you would like to raise a concern, make a complaint, or share a compliment about a mental health service or community service, contact the provider directly in the first instance.
